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Customer Solutions Director

Job Description

Now’s our time to inspire the future of healthcare together.

Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 48,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services. This is what truly matters to us.

Join our team now at Siemens Healthineers as Customer Solutions Director for Ultrasound.

This is a role well suited to an ambitious professional, looking for the next step in their career. As a Customer Solutions Director for Ultrasound, you will be responsible for:

· Customer Call Center Management

· Order Entry of Serviceable Parts

· Install Base Change Management Functions

· US Field Service Management Support

· Company Representative for 3rd Party Service Partnerships

The Customer Solutions Director will directly report to the Vice President of Customer Service, Americas for Ultrasound of Siemens Healthineers.

This position may suit you best if you are familiar with what is below and would like to develop your career with Healthineers.

· Responsible for the overall direction, supervision, coordination and evaluation of Customer Service team members to support a customer centric experience

· Direct activities related to the customer service call center and US Field Service call dispatch, by creating workflow processes for department to follow by implementing/executing training for day-to-day use

· Responsible for maintaining the Install Base data integrity by owning any change request function through a defined processes that will be performed by Customer Service Team

· Responsible for order entry on all serviceable parts that will be placed directly with customers and internal staff for any billable field work, by creating workflow process development for department to follow for day-to-day use

· Work closely with all Regional Service Directors and their teams to ensure they have the needed support on their end to perform onsite repairs for customer solutions

· Oversee the partnership with 3rd party vendor(s) to handle test equipment calibration; define the internal process that all Customer Service Engineers will follow to ensure test equipment calibration compliance is met and how regular reporting/notification will be communicated

· Develop and track metrics and with successful KPI targets that measure the team’s success

· Communicate project priorities and overall efficiency and effectiveness of the customer support organization with a focus on ownership and accountability

· Work cross-functionally with other departments to support the service business to fulfill orders within the timelines needed; work and communicate internally/externally on back orders and execute alternatives solutions when service parts may not be available when needed

· Support a culture focused upon employee engagement and continuous improvement by providing continuous coaching, development, and training of team members.

· Proactively explore solutions for streamline opportunities that allow personnel to leverage all tools to work with a scaling for growth mentality that is focused on providing optimum care to the customer

· Duties may be modified or assigned at any time to meet the needs of the business

Required Knowledge/Skills, Education and Experience

· BS/BA degree in business or related field

· Minimum 5 years of professional customer facing experience, with 2+ years of people/team management, healthcare experience preferred

· Working knowledge of SAP, Salesforce or experience with equivalent ERP, CRM systems/applications

· Successful demonstration of Key Responsibilities listed in job description

· Ability to manage multiple, complex priorities within demanding timeframes

· Excellent communication skills – verbal, written and presentation

· Ability to drive people, process and technology initiates to efficiently support a world-class customer experience through possessing strong management and organization skills

· Ability to adapt and be nimble for quick changes made that are needed for the management of the overall business

· Ability to apply good decision making, and display professionalism and calm demeanor in dealing with customer and other stakeholders

· Self-starter, self-motivated and high level of initiative, embraces an ownership culture

· Ability to thrive as a member of a collaborative, cross-functional team

· Requires significant use of telephone and computer and must be able to complete job responsibilities working with different time zones, such as attending late night/early morning meetings by phone and/or web to meet business needs

· Competent knowledge of MS Office application use and functionality

Preferred Knowledge/Skills, Education and Experience

· LEAN/6 Sigma methodology and process implementation (Sigma Six Greenbelt Certified a plus)

· Professional level knowledge on using analytical databases, complex excel workbooks and associated pivot tables




Organization: Siemens Healthineers

Company: Siemens Medical Solutions USA, Inc.

Experience Level: Experienced Professional

Job Type: Full-time



Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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Pay Transparency Non-Discrimination Provision
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